Authors: Sandeep Singh
Addresses: Punjabi University Regional Center for IT and Management, Mohali, Punjab, India
Abstract: Being a service industry, the banking sector generates and distributes services for the realisation of consumers' economic needs. In the present era of vicious competition, wherever an enormous alternative is accessible to the patrons, each banking organisation has an onus to magnetise the new patrons and retaining the existing ones, by providing them with innovative and classy services. The study validated the factors of internet adoption from the customers' perspective. The sample of the investigation was 391 bank customers. On the basis of previous literature and expert advice, a questionnaire was designed. Finally, seven factors were confirmed. The research has validated a scale for future research.
Keywords: banking industry; digitalisation; globalisation; internet banking; emerging economy; service; operation; convenience; loyalty; dilemma; security; skill.
International Journal of Business and Globalisation, 2021 Vol.29 No.4, pp.470 - 485
Received: 22 May 2019
Accepted: 07 Jun 2019
Published online: 07 Jan 2022 *